Business Profile

Electric Tools

Black & Decker (U.S.) Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Tools.

Complaints

This profile includes complaints for Black & Decker (U.S.) Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

247 total complaints in the last 3 years.
69 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/11/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a Black and Decker dehumidifier (model # BDT50PWTB) on 16 OCT 2022 for $280.79. Stopped working during the one year warranty period. Sent to manufacturer via prepaid label, delivered early July. Sent multiple emails for follow-up, no response. Called 2 AUG 2023, employee went through record of the return, confirming reciept of the item and my emails. Said a replacement would ship next week. Still haven't recieved this item. Tired of getting the run around. Looking at recent Black and Decker BBB complaints, it looks like this is happening to other people as well. Requesting timely reimbursement or warranty exchange.
Business Response
Date: 09/18/2023
B&D dehumidifiers are manufactured and sold by *************. This notice has been forwarded to ************* who acknowledge receipt they are handling this matter.
Customer Answer
Date: 09/18/2023

Complaint: 20580295

I am rejecting this response because:
Writing to acknowledge the business has forwarded the complaint. Issue is not resolved.

Sincerely,

***** *******
Business Response
Date: 09/26/2023
************* advised the customer's new replacement unit was delivered via ***** on 9/19, tracking# ************.
Customer Answer
Date: 09/26/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I have no doubt going through the BBB complaint process was key to getting this issue resolved.
Sincerely,

***** *******
Initial Complaint
Date:09/05/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Job site fan purchased in May 2022. Blade inside fan broke in May 2023. Requested replacement part from Dewalt, but a whole new fan was sent as a warranty replacement. The same problem occurred (fan blade broke) August 2023. Contacted company again requesting replacement part. Told there is no replacement part, and company provided a shipping label to send entire fan to a service center. Called Service center, and they confirmed there is no replacement part, but to send fan to them for repair, and they will try to repair it. If there is a charge for the repair, I will refuse to pay, since the fan broke in 3 months of receipt.If there is no replacement fan blade, how will the fan be repaired? I will send the fan, using the shipping label, but Im not sure what the service center will do with it. I still have the original fan, which could easily be fixed with a replacement fan blade, but service center said to only send the warranty replacement fan.Requesting a full refund, as obviously this Dewalt product is faulty, and it is ridiculous that it cost almost $150 in the first place!
Business Response
Date: 09/12/2023
We contacted the customer and placed an order for a new product as a customer ********************** gesture. We informed the customer the product is currently on backorder with an ETA of 10/7/23. The product will be shipped when inventory is replenished.
Customer Answer
Date: 09/12/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:08/29/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Pur hated a drill drver and impact gun dewalt only 6 months ago with a extended warranty but items are still under dewalts 3 year warranty both drills have broken contacted dewalt for repair over 3 weeks ago finally got a response from a supervisor named Pedro said that he would expedite items asap knowing I need them to perform my duties of my job was supposed to shipped out last week still no drill spoke with another supervisor today said he did not ship they holding me up from. Doing my job I want a full refund so I can purchase another brand of drills have emails from original al supervisor explaining expedition of drills
Bureau Response
Date: 08/29/2023
Stephen ******
Black & Decker (U.S.) Inc.

*** * ***** **
****** ** *****

Dear Stephen ******:



Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 8/28/2023 and was assigned an ID of *********

How do I take care of this?

Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

To access/respond to this complaint online:

Go to: ****************
Enter the following code: 20###-###-####5

What should I include in my response?

Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.

Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a response and what can I expect to happen next?

If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?

We look forward to helping you and your customer work toward an amicable resolution.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Todd ********

*** ***** **
********* ** *****

Daytime Phone: ###-###-####
E-mail: *********************

The details of this matter are as follows:

Complaint Involves:
Refund Or Exchange Issues

Customer’s Statement of the Problem:

Pur hated a drill drver and impact gun dewalt only 6 months ago with a extended warranty but items are still under dewalts 3 year warranty both drills have broken contacted dewalt for repair over 3 weeks ago finally got a response from a supervisor named Pedro said that he would expedite items asap knowing I need them to perform my duties of my job was supposed to shipped out last week still no drill spoke with another supervisor today said he did not ship they holding me up from. Doing my job I want a full refund so I can purchase another brand of drills have emails from original al supervisor explaining expedition of drills

Desired Settlement:
Other (requires explanation)

Refund; Replacement; Contact by the business

Bureau Response
Date: 08/29/2023
Todd ********

*** ***** **
********* *** *****

Dear Todd ********:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/28/2023 against Black & Decker (U.S.) Inc.. Your complaint was assigned ID *********

Now that I have filed, what is the next step?

We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.

What if I do not agree with the response from the business?

It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org

What happens if a business does not respond?

BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.

Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####
Business Response
Date: 09/05/2023
We contacted the customer about the order, apologized for the delay, and advised the ordered is scheduled to arrive September 6th via UPS tracking* ******************* We are also sending the customer an extra battery as a customer service gesture that will arrive later.
Bureau Response
Date: 09/05/2023
Todd ********

*** ***** **
*********** *****

Dear Todd ********:

This message is in regard to your complaint submitted on 8/28/2023 against Black & Decker (U.S.) Inc.. Your complaint was assigned ID *********

BBB has received a formal response
from Black & Decker (U.S.) Inc.. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

To access/respond to this complaint online:

Go to: ****************
Enter the following code: **************

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

MESSAGE FROM BUSINESS:

We contacted the customer about the order, apologized for the delay, and advised the ordered is scheduled to arrive September 6th via UPS tracking# ******************* We are also sending the customer an extra battery as a customer service gesture that will arrive later.
Bureau Response
Date: 09/10/2023
Stephen ******
Black & Decker (U.S.) Inc.
*** * ***** **
****** ** *****

Re: ID * ******** - Todd ********

Dear Stephen ******:

Thank you for your recent response to Todd ********. We have not yet heard from the consumer and are closing this case as answered.

Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."

The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.

In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####
Bureau Response
Date: 09/10/2023
Todd ********

*** ***** **
******** ** *****

Re: ID * ********* Black & Decker (U.S.) Inc.

Dear Todd ********,

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”

Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####
Initial Complaint
Date:08/28/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is the worst customer ********************** ever. I bought a Dewalt Disc Sander and the shaft started shaking and getting loose. I called Dewalt and they told me I had to take it to their service center - I realized after I got off the phone with them it was over an hour away. I called back on several occasions and kept an automated message to leave my number. Well today - after almost 10 MONTHS LATER - I received a call. I could not understand a word the caller was saying or what company she was even with. Frustrated I finally said I don't need anything assuming she was a salesperson. I had to Goggle the phone number after I hung to even see who the heck was calling me. To my surprise it was Dewalt. Way to go with some of the worst response time in the history or any company. When I called on the several occasions my disc sander was still under warranty but so glad you could wait 10 months so that it is now out of warranty. I did buy a second one because I needed one quickly for my business but I assure you that my next purchase will not be a Dewalt after getting this call back. Why bother calling after 10 months? And a really great strategy to find someone to call me back that doesn't speak legible English.
Business Response
Date: 09/01/2023
We contacted the customer, confirmed the correct information, and ordered a new replacement unit with *** tracking# 1Z09848W0326651683. We apologize for the delay. Thank you for your cooperation.
Customer Answer
Date: 09/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
Date:08/28/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dewalt, Black and Decker has a return on a hammer because of a safety issue, it is defective. I filled out the form on their website for the return and submitted it. They sent an email saying they got my submission and would let me know when the refund has been processed. That was almost two months ago now and I have tried to contact the company multiple times by phone and email and the only response I get is that they have not processed my refund yet and will let me know when they do. The page on their website said the refunds would take anywhere from 4 to 6 weeks to do. It has been way longer than that and now when I try to contact the company I get no response back at all. It is not a large refund, but they should stand behind their product and if a recall happened and refunds are offered, the company should ACTUALLY give the customers their refunds.
Business Response
Date: 09/05/2023
We apologize for the delay. Our accounts payable department is working to process your refund check. I will provide more details with an estimated delivery date shortly. Thank you for your continued cooperation.
Customer Answer
Date: 09/05/2023

Complaint: 20522755

I am rejecting this response because: this is the same response they have been emailing me for the past 2+ months.
The thing is that they never end up emailing a date when the refund is processed.
It is just the same standard answer
If you look at the documentation I sent with the complaint, each of the company responses states "the refund process is delayed and they will email me with the estimated time to expect the refund after it is processed".
Then I hear nothing... no estimated time.... no refund.
I would like to know when I will actually receive the refund.

Sincerely,

***** *******
Business Response
Date: 09/11/2023
The refund check has been processed and mailed to the customer on 9/8/23. The customer will receive the refund check in the coming days. Thank you for your cooperation.
Customer Answer
Date: 09/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:08/18/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have purchased 2 weed eaters from dewalt and they both stop working the same way. These weed eaters start smoking and smells like it is going to catch on fire while in use. I purchased 20v dewalt batteries as well to run these. These are the batteries required and necessary to run this product. I have contacted dewalt and received no follow up concerning the issue. These weed eaters need to be taken off the market because they are hazardous to consumers. These weed eaters are not being misused or mistreated. This is my second one and the same thing has happened. I have reported this to consumer affairs because it is a serious issue.
Business Response
Date: 08/28/2023
We contacted the customer who accepted a new ********************************* string trimmer kit that has been ordered and shipped under *** tracking# 1Z09848W0326477916. We also sent a return label to retrieve the old string trimmer for inspection.
Customer Answer
Date: 08/28/2023

Complaint: 20485745

I am rejecting this response because:
There was no response regarding my original complaint in which I have two of these items that does not work. They sent one product which does not add up to two that are broken. Am I suppose to just throw the other away and not worry about the monies I spent. I was told to ship one of the old ones back in the box the replacement for one of these came in. I was told I could take it to any *** store, etc. when attempting to ship the product back *** states they cant ship the product because it has a picture/battery symbol on the outside of the box. This was a wasted trip for me due to the store not being close and being mislead. I have also asked for Dewalt survey to be resent to me but have yet to receive it. I am not happy and this is an awakening for me not to choose Dewalt products. Customer satisfaction should be your priority.
Sincerely,

******* ********
Business Response
Date: 09/01/2023
We contacted the customer about the two units brought to our attention. The customer advised there were no receipts for either item.
The customer forgot we contacted him and sent him a new unit. The customer is happy with the new unit we sent him.
We are working with *** to pickup the old unit from the customer.
Customer Answer
Date: 09/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ********
Initial Complaint
Date:08/15/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 26th 2023, at the direction of the Dewalt customer ********************** team, I filed a warrantee request on a Dewalt Circular Saw DCS573B under reference number **********.On June 22nd, 2023, I received an email stating that the tool had been ***aired and shipped back shortly.I did not receive any additional correspondence. I emailed once on August 4th and again on August 14th with no response. I called today and was informed that I would have to pay $119 for the ***air and that it wasn't under warrantee. Considering I can buy a brand new saw for slightly more than that, I never would have approved that ***air. I asked that they ship my saw back and *****, the service *** said she wouldn't do that. Dewalt sold me a faulty product that didn't last one use and is now not returning my product after doing a ***air that wasn't approved.I own a dewalt impact driver, regular drill, weed ******, sawzall, blower, and sander. This poor customer support and poor product quality is not what I expected after being such a good customer.
Business Response
Date: 08/18/2023
We contacted the customer to let him know his unit is being repaired at no charge under warranty and his saw is being returned to him under *** tracking# 1Z9F73F90353127260 to conclude this matter.
Customer Answer
Date: 08/19/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******
Initial Complaint
Date:08/14/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to resolve a warranty issue w model number Dxfrs220. Contact log below:8/3 called was told to call **********. This is not the right number ***** doesn't handle this model ************************* handles 300 and 800 only 8/8 called and was given ********** to call Number is disconnected or no longer in service. 8/9 called and was told to call **********. Number belongs to zenos bank not dewalt. 8/9 called and was told to call ********** number is disconnected or no longer in service.8/9 called and was told to email ************************** emailed Wednesday email bounces back as undeliverable 8/9 called and was told to call **********. Number is disconnected or no longer in service. 8/9 Agent will escalate no number available 24 to 48 hours for contact. No follow up received yet 8/10 agent joy is escalating to team to talk about a warranty refund...what else can be done. 24 hours for email process. No follow up received yet.8/12 agent **** issue up for inventtigation. No time frame for options. 8/13 agent ****** escalating this again. Told to call ********** on Monday. Called Number Monday and it's an invalid number.8/14 **** *** department is no longer in service. Escalating again to concern 24 to 48 hours
Business Response
Date: 08/18/2023
DeWalt DXFRS220 walkie talkies are licensed products manufactured and sold by Shineflex. This notice has been referred to ********* who acknowledged receipt they are handling this matter. ********* advised the customer was contacted and accepted a new comparable replacement product that is being sent to conclude this matter.
Customer Answer
Date: 08/19/2023
I did agree to a ***lacement on 8/16 after finally being contacted by a *** that I'd first contacted who claimed she didn't handle my product. As of yet this item has not been shipped so I do not believe this issue is resolved until I am provided with a tracking number that shows that the ***lacement has actually been shipped out.
Business Response
Date: 08/22/2023
Shineflex provided the below shipping information:
Please find the tracking information below.We have also sent it to ***** ******* for her records.

Shipment Date: August 18, 2023
Mail Class: Ground Advantage (TM)
Tracking Number: 9400111206203002040157
Customer Answer
Date: 08/22/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

package finally left their facilities. Please close issue.

Sincerely,

***** *******
Initial Complaint
Date:08/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my portable AC unit last fall. Its under warranty until October. It broke in June. I sent it back was told 14 days for a new one. Its been 7 wks. And ll I get is the run around and no response as to when or IF Im getting it. I would buy a new one but I keep thinking its on it way. And its really hot in my apt.
Business Response
Date: 08/18/2023
B&D portable air conditioners are licensed products manufactured and sold by *************. This notice has been forwarded to ************* for handling who acknowledge receipt that they are handling this matter.
Initial Complaint
Date:08/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a portable AC unit from Amazon.com and it was a black & Decker 14000 BTU.
The compressor and the remote stopped working.
Black & Decker warrantied it and I called to have it replaced.
I sent it back and they received it July 7th 2023 .
I have called numerous times and they will not give me a time frame on the replacement.
They confirmed receiving it.
Last week I called and they said they were escalating the situation.
I called again today and they said it had not yet been escalated !
They said they would do so today!
Good grief!!!
It is 120 degrees here in Florida!
No one cares at Black & Decker!
I payed over $500 for this item!
No lawyer will help me.
Please help us
Bureau Response
Date: 08/14/2023
Stephen ******
Black & Decker (U.S.) Inc.

*** * ***** **
****** ** *****

Dear Stephen ******:



Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 8/10/2023 and was assigned an ID of *********

How do I take care of this?

Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

To access/respond to this complaint online:

Go to: ****************
Enter the following code: **************

What should I include in my response?

Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.

Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a response and what can I expect to happen next?

If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?

We look forward to helping you and your customer work toward an amicable resolution.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Susan *****

**** ***** ***
********** ** *****

Daytime Phone: ###-###-####
E-mail* *********************

The details of this matter are as follows:

Complaint Involves:
Guarantee Or Warranty Issues

Customer’s Statement of the Problem:

I purchased a portable AC unit from Amazon.com and it was a black & Decker 14000 BTU.
The compressor and the remote stopped working.
Black & Decker warrantied it and I called to have it replaced.
I sent it back and they received it July 7th 2023 .
I have called numerous times and they will not give me a time frame on the replacement.
They confirmed receiving it.
Last week I called and they said they were escalating the situation.
I called again today and they said it had not yet been escalated !
They said they would do so today!
Good grief!!!
It is 120 degrees here in Florida!
No one cares at Black & Decker!
I payed over $500 for this item!
No lawyer will help me.
Please help us

Desired Settlement:
Replacement

Bureau Response
Date: 08/14/2023
Susan *****

**** ***** ***
********** *** *****

Dear Susan *****:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/10/2023 against Black & Decker (U.S.) Inc.. Your complaint was assigned ID *********

Now that I have filed, what is the next step?

We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.

What if I do not agree with the response from the business?

It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org

What happens if a business does not respond?

BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.

Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####
Business Response
Date: 08/15/2023
The subject B&D portable AC is a licensed product manufactured and sold by Equity Brands. This notice has been forwarded to Equity Brands for handling who acknowledged receipt. Equity Brands advised the customer has been informed a new unit is being shipped via FedEx *************
Bureau Response
Date: 08/15/2023
Susan *****

**** ***** ***
************ *****

Dear Susan *****:

This message is in regard to your complaint submitted on 8/10/2023 against Black & Decker (U.S.) Inc.. Your complaint was assigned ID *********

BBB has received a formal response
from Black & Decker (U.S.) Inc.. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

To access/respond to this complaint online:

Go to: ****************
Enter the following code: **************

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

MESSAGE FROM BUSINESS:

The subject B&D portable AC is a licensed product manufactured and sold by Equity Brands. This notice has been forwarded to Equity Brands for handling who acknowledged receipt. Equity Brands advised the customer has been informed a new unit is being shipped via FedEx *************
Bureau Response
Date: 08/20/2023
Stephen ******
Black & Decker (U.S.) Inc. *** * ***** **
****** ** *****

Re: ID * ******** - Susan *****

Dear Stephen ******:

Thank you for your recent response to Susan *****. We have not yet heard from the consumer and are closing this case as answered.

Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."

The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.

In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####
Bureau Response
Date: 08/20/2023
Susan *****

**** ***** ***
********* ** *****

Re: ID * ********* Black & Decker (U.S.) Inc.

Dear Susan *****,

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”

Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

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BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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Black & Decker (U.S.) Inc. is NOT a BBB Accredited Business.